Return & Refund Policy
1. General Information
We want you to be satisfied with your purchase from Smile Toys Shop.
Consumers generally have a statutory right to withdraw from a purchase within 14 days. For further information about your statutory right of withdrawal, applicable deadlines and how to exercise this right, please refer to our Right of Withdrawal Policy.
As we work with different European shipping and fulfilment partners, the return address and return procedure may vary depending on the product.
Please do not send goods back to our business address without contacting us first. Please contact us at info@smiletoysshop.com so that we can provide you with the correct return information for your order.
2. Condition of Returned Goods
You may inspect the goods to the extent that would normally be possible in a physical store.
Please return the goods, where possible, complete, undamaged and in their original packaging.
You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where goods are excluded from the statutory right of withdrawal, the applicable legal exceptions apply. This may include, in particular, goods made to the consumer’s specifications or clearly personalised goods, as well as certain sealed goods which are not suitable for return due to health protection or hygiene reasons if the seal has been removed after delivery.
3. How to Make a Return
If you would like to return an item:
- Contact us at info@smiletoysshop.com.
- Please provide your order number, full name and details of the item(s) you wish to return.
- We will provide you with the correct return address and return instructions for the relevant product.
- Send the goods back in accordance with the return information provided.
If you exercise your right of withdrawal, you are responsible for the direct costs of returning the goods. For goods which, due to their nature, cannot normally be returned by post, the return costs are estimated at a maximum of approximately €150.
Please note that the return address may differ depending on the product and may not be the same as our business address.
If the goods are damaged, defective or you have received an incorrect item, please contact us before returning them. In these cases, we will cover the necessary return costs in accordance with applicable law.
4. Refunds
Once your returned goods have been received and inspected, we will process your refund.
In the event of a valid withdrawal, we will refund all payments received from you, including the cost of the least expensive standard delivery method offered by us, in accordance with applicable law.
As Smile Toys Shop currently offers free standard shipping for orders within the EU, there are generally no additional standard outbound shipping costs to refund.
Unless expressly agreed otherwise, refunds will be made using the same payment method used for the original transaction.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
Once your returned item has been received and inspected, we will notify you about the status of your refund. If approved, your refund will be processed within 5 business days to your original payment method. Please note that your bank or payment provider may require additional time to post the refund to your account.
5. Damaged, Defective or Incorrect Items
If you receive a damaged, defective or incorrect item, please contact us as soon as possible at info@smiletoysshop.com.
Where possible, please provide your order number and photos of the item and its packaging so that we can assess the issue promptly.
Depending on the circumstances, we will arrange a replacement, return, repair or refund in accordance with your statutory rights.
If a return is required because the goods are defective or an incorrect item was delivered, you will not be responsible for the necessary return shipping costs.
6. Return Addresses
Smile Toys Shop works with different shipping and fulfilment partners within the European Union.
The appropriate return address may therefore vary depending on the product.
Please do not automatically send returns to our business address. Contact us at info@smiletoysshop.com before returning the goods so that we can provide you with the correct return address.
7. Contact
For questions regarding returns or refunds, please contact:
Smile Toys Shop
Owner: Aldona Krzesniak
Bogenstraße 9B
70569 Stuttgart
Germany
Email: info@smiletoysshop.com